US8204207B2 - Communication support system, communication support method and communication support program - Google Patents

Communication support system, communication support method and communication support program Download PDF

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US8204207B2
US8204207B2 US11/606,063 US60606306A US8204207B2 US 8204207 B2 US8204207 B2 US 8204207B2 US 60606306 A US60606306 A US 60606306A US 8204207 B2 US8204207 B2 US 8204207B2
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communication
user
originator
receiver
judgment
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US20070288566A1 (en
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Masahiko Murakami
Satoshi Okuyama
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Fujitsu Ltd
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Fujitsu Ltd
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/107—Computer-aided management of electronic mailing [e-mailing]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/214—Monitoring or handling of messages using selective forwarding

Definitions

  • the present invention relates to a communication support system, a communication support method and a communication support program that support communication control among a plurality of users.
  • the communication system acquires, based on the telephone number of the customer, customer's information registered in the server, and displays the acquired customer's information to the sales representative receiving the call. Thereby, the plurality of sales representatives can share the customer information obtained individually.
  • an originator who sends a communication start request makes a call without confirming information concerning a receiver that the originator has not confirmed.
  • the sales representative when a sales representative receives a call from a customer, the sales representative can confirm the customer's information before serving the customer.
  • the sales representative when a sales representative makes contact with a customer, the sales representative should access the server with customer's information recorded therein to refer to the customer's information before making contact with the customer.
  • the sales representative makes contact with the customer without confirming the customer's information.
  • Such a case occurs when the sales representative is on a business trip and therefore it is difficult to access the server, or the sales representative carelessly forgets to refer to the customer's information in the server, for example. For these reasons, the sales representative may fail in good communication with the customer, or insufficient teamwork among the sales representatives may be revealed to the customer, causing degradation of customer satisfaction.
  • a communication support system is connected with a network enabling communication among a plurality of user terminals used by a plurality of users, respectively, and is capable of accessing a user information recording portion in which shared information and access information are recorded, the shared information concerning at least one user included in the plurality of users, to which at least a part of the plurality of users is accessible, and the access information indicating a user who has accessed the shared information.
  • the communication support system includes: a user identification portion that acquires a communication start request from any one of the plurality of user terminals and identifies an originator of a communication that is required to start and a receiver of the communication; a retrieval portion that refers to the shared information and the access information recorded in the user information recording portion and makes a judgment as to whether any piece of the shared information concerning the receiver that the originator has not accessed is present or not; and a control portion that, based on a result of the judgment by the retrieval portion, makes a judgment as to whether the communication between a user terminal of the originator and a user terminal of the receiver is to be started or not and outputs a result of the judgment.
  • control portion judges as to whether the communication is to be started or not based on the judgment result by the retrieval portion, whether or not to start the communication between the originator and the receiver can be judged based on the presence or not of the shared information concerning the receiver that the originator has not accessed. Furthermore, since the control portion outputs the judgment result, whether or not to start the communication can be controlled based on the output judgment result. As a result, whether or not to start the communication between the receiver and the originator can be controlled based on the presence or not of information about the receiver that the originator should confirm.
  • the control portion judges that the communication between the user terminal of the originator and the user terminal of the receiver is not to be started.
  • the control portion makes a judgment that the communication between the user terminal of the originator and the user terminal of the receiver is not to be started, and outputs, as a result of the judgment, data indicating a terminal as a forwarding destination that is recorded beforehand.
  • the communication support system according to the present invention further includes an update portion.
  • the update portion updates the access information so as to show that the originator is a user who has accessed the shared information.
  • the access information in the user information recording portion can be automatically updated so as to indicate that the originator has accessed the shared information about the receiver.
  • the communication support system further includes an information providing portion.
  • the information providing portion allows the shared information that the originator has not accessed to be sent to the user terminal of the originator.
  • the originator can acquire the shared information.
  • this communication support system further includes an update portion.
  • the update portion updates the access information so as to show that the originator is a user who has accessed the shared information.
  • the access information can be automatically updated so as to indicate that the originator has accessed the shared information about the receiver.
  • the user identification portion further acquires a communication completion notice indicating that communication by any one of the plurality of user terminals is completed, and identifies an originator of the completed communication and a receiver of the completed communication and the communication support system further includes a registration portion that registers information containing a history of the completed communication as shared information about at least one of the originator and the receiver in the completed communication.
  • the registration portion registers information concerning the completed communication as shared information about at least one of the originator and the receiver in the completed communication
  • the information containing the history of the completed communication can be stored as shared information in the user information recording portion. Therefore, without the requirement for a registration operation by a user to register information concerning the completed communication as the shared information, the information concerning the communication can be stored automatically.
  • the communication support system may be connected with a communication control server that controls a communication among the plurality of user terminals used by the plurality of users, respectively.
  • the communication support system further includes a reception portion that receives from the communication control server a communication start request that is sent from any one of the plurality of user terminals to the communication control server, and notifies the user identification portion of the communication start request, and the control portion outputs the result of the judgment to the communication control server.
  • the communication control server can control whether or not to start the communication that is required to start by the communication start request received from a user terminal, based on the judgment result output from the control portion. Therefore, the control portion can control whether or not to start the communication between the originator and the receiver through the communication control server.
  • the communication support system further includes a process judgment portion that acquires a communication start request from any one of the plurality of user terminals before the user identification portion acquires the same, makes a judgment as to whether the communication start request contains specific data, and determines based on the judgment as to whether the user identification portion is to be notified of the communication start request.
  • a process judgment portion that acquires a communication start request from any one of the plurality of user terminals before the user identification portion acquires the same, makes a judgment as to whether the communication start request contains specific data, and determines based on the judgment as to whether the user identification portion is to be notified of the communication start request.
  • the process judgment portion determines whether or not to execute the process concerning the communication start request by the communication support system, based on whether the communication start request includes specific data or not.
  • the originator can manage whether or not to subject the communication to the process by the communication support system by the presence or not of specific data contained in the corresponding communication start request.
  • the control portion further judges as to whether the communication start request contains specific data, and in the case where the communication start request contains specific data, the control portion judges that the communication between the user terminal of the originator and the user terminal of the receiver is not to be started.
  • a communication support method uses a computer connected with a network enabling communication among a plurality of user terminals used by a plurality of users, respectively.
  • the communication support method includes the steps of: an identification step in which a user identification portion of the computer acquires a communication start request from any one of the plurality of user terminals and identifies an originator of a communication that is required to start and a receiver of the communication; a retrieval step in which a retrieval portion of the computer accesses a user information recording portion in which shared information and access information are recorded, the shared information concerning at least one user included in the plurality of users, to which at least a part of the plurality of users is accessible, and the access information indicating a user who has accessed the shared information, and the retrieval portion makes a judgment as to whether shared information concerning the receiver that the originator has not accessed is present or not; and a step in which a control portion of the computer makes a judgment, based on a result of the judgment by the retrieval step, as to whether the
  • a communication support program makes a computer connected with a network enabling communication among a plurality of user terminals used by a plurality of users, respectively, execute the following processes of: a process of acquiring a communication start request from any one of the plurality of user terminals and identifying an originator of a communication that is required to start and a receiver of the communication; a retrieval process accessing a user information recording portion in which shared information and access information are recorded, the shared information concerning at least one user included in the plurality of users, to which at least part of the plurality of users is accessible, and the access information indicating a user who has accessed the shared information, and making a judgment as to whether shared information concerning the receiver that the originator has not accessed is present or not; and a process of making a judgment, based on a result of the judgment by the retrieval process, as to whether the communication between a user terminal of the originator and a user terminal of the receiver is to be started or not and outputting a result of the judgment.
  • a communication support system a communication support method and a communication support program can be provided, which can control whether or not to start communication between a receiver and an originator based on the presence or not of information concerning the receiver that the originator should confirm.
  • FIG. 1 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to Embodiment 1.
  • FIG. 2 shows a specific example of data recorded in an identification information recording portion.
  • FIG. 3 shows a specific example of data recorded in a user information recording portion.
  • FIG. 4 is a flowchart showing an exemplary operation conducted when the communication support system receives a call start request.
  • FIG. 5 is a flowchart showing an exemplary operation conducted when the communication support system receives a call completion notice.
  • FIG. 6 is a flowchart showing a modified example of the operation conducted when the communication support system receives a call start request.
  • FIG. 7 shows a specific example of data indicating a forwarding destination that has been recorded beforehand.
  • FIG. 8 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to Embodiment 2.
  • FIG. 9 is a flowchart showing an exemplary operation conducted when the communication support system receives a call start request.
  • FIG. 10 shows a specific example of recorded data concerning a number set for each user.
  • FIG. 11 is a flowchart showing the operation by a communication support system according to Embodiment 3.
  • FIG. 12 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to Embodiment 4.
  • FIG. 13 is a flowchart showing an exemplary operation conducted when the communication support system receives a call start request.
  • FIG. 14 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to Embodiment 5.
  • FIG. 15 is a flowchart showing exemplary operations of the communication support system and a user terminal of Embodiment 5.
  • FIG. 16 shows a specific example of the transition of a screen displayed on a display provided in a user terminal.
  • FIG. 1 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to the present embodiment.
  • the communication support system 1 of FIG. 1 is connected with a call control server 6 in a telephone network 13 .
  • the telephone network 13 is connected with a plurality of user terminals including user terminals 12 a and 12 b .
  • the call control server 6 serves as an exchange in the telephone network 13 . For instance, in the case where a call from the user terminal 12 a is attempted to start with the user terminal 12 b , a call start request is sent to the call control server 6 .
  • the call control server 6 puts the user terminals 12 a and 12 b in a communication-ready state.
  • the call control server 6 is one embodiment of a communication control server according to the present invention.
  • the call control server 6 further sends the call start request received from the user terminal 12 a , 12 b to the communication support system 1 .
  • the call control server 6 sends the call start request from the user terminal 12 a to the communication support system 1 .
  • the call control server 6 does not always have to send the call start request received from a user terminal to the communication support system as it is.
  • the call control server 6 sends a call completion notice indicating that the call is completed to the communication support system 1 .
  • This call completion notice may be data sent from the user terminals or data generated by the call control server 6 .
  • the communication support system 1 includes a reception portion 2 , a user identification portion 3 , a retrieval portion 4 , a control portion 5 , an update portion 9 and a registration portion 11 .
  • the communication support system 1 can access an identification information recording portion 7 and a user information recording portion 8 .
  • the communication support system 1 may be implemented by a computer such as a personal computer, a work station or a server.
  • a computer such as a personal computer, a work station or a server.
  • Each of the functions of the reception portion 2 , the user identification portion 3 , the retrieval portion 4 , the control portion 5 , the update portion 9 and the registration portion 11 may be implemented by the operation of a CPU of a computer in accordance with predetermined programs. Note here that separate hardware is not necessarily provided corresponding to each of the above-stated functions.
  • the identification information recording portion 7 and the user information recording portion 8 may be embodied by a memory built in a computer or a memory that such a computer can access.
  • programs for embodying the functions of the reception portion 2 , the user identification portion 3 , the retrieval portion 4 , the control portion 5 , the update portion 9 and the registration portion 11 by a computer or a recording medium with such programs recorded thereon also are one embodiment of the present invention.
  • the reception portion 2 receives, from the call control server 6 , a call start request and a call completion notice, which are sent from any one of the plurality of user terminals connected with the telephone network 13 to the call control server 6 , and notifies the user identification portion 3 of them.
  • the call start request and the call completion notice include a telephone number of an originator's terminal and a telephone number of a receiver's terminal, for example.
  • the originator's terminal means a user terminal from which a call start request is sent.
  • the receiver's terminal means a user terminal for which the starting of a call with the originator's terminal is requested by the call start request.
  • the user identification portion 3 extracts the telephone number of the originator's terminal and the telephone number of the receiver's terminal of the communication to be started from the call start request or the call completion notice notified by the reception portion 2 .
  • the user identification portion 3 refers to the identification information recording portion 7 so as to acquire data indicating the originator and the receiver from the extracted telephone numbers. Thereby, the originator and the receiver can be identified.
  • telephone numbers of user terminals and data indicating users are correlated with each other and recorded.
  • FIG. 2 shows a specific example of data recorded in the identification information recording portion 7 .
  • the present embodiment is described hereinafter concerning the case where a sales representative table 71 and a customer table 72 as shown in FIG. 2 are recorded in the identification information recording portion 7 .
  • the sales representative table 71 telephone numbers of user terminals and names of sales representatives who are users of the user terminals are correlated with each other and recorded.
  • the customer table 72 telephone numbers of user terminals and names of customers who are users of the user terminals are correlated with each other and recorded.
  • the sales representative table 71 and the customer table 72 of FIG. 2 are illustrative only, and data recorded in the identification information recording portion 7 is not limited to this.
  • the retrieval portion 4 refers to shared information and access information recorded in the user information recording portion 8 so as to judge whether there is shared information concerning the receiver identified by the user identification portion 3 that the originator has not accessed.
  • the retrieval portion 4 uses data representing the originator and the receiver identified by the user identification portion 3 to retrieve the shared information concerning the receiver that the originator has not accessed.
  • the shared information is information concerning one or more users among users who can access the telephone network 13 , which at least a part of the plurality of users can access.
  • the shared information and the access information are recorded for each user, the access information indicating users who have accessed the shared information.
  • Shared information concerning one user contains, for example, information concerning the history of calls made by the user and information concerning the contents of the calls made by the user.
  • a user information management system 21 receives the input of shared information from users, and registers the input shared information in the user information recording portion 8 . That is, a user can register shared information in the user information recording portion 8 through the user information management system 21 . Furthermore, the user information management system 21 displays the shared information recorded in the user information recording portion 8 to a user in response to a reading request from the user. That is, a user can access the shared information recorded in the user information recording portion 8 through the user information management system 21 .
  • FIG. 3 shows a specific example of data recorded in the user information recording portion 8 .
  • the present embodiment is exemplified hereinafter concerning the case where user information tables 81 and 82 as shown in FIG. 3 are recorded in the user information recording portion 8 .
  • the shared information contains customer information, the name of a person who registered the information and the registered date and time.
  • the data “who registered?” in the table shows a person who registered the shared information and the data “registered date and time” shows the date and time when the shared information was registered.
  • the access information shows whether the corresponding shared information has been accessed or not, which is indicated for each sales representative. “Already read” shows that the information has been already accessed, and “not read” shows that the information has not been accessed.
  • the access information contains data indicating whether a plurality of sales representatives have accessed the shared information or not.
  • the plurality of sales representatives herein refer to sales representatives who may access the shared information of a certain customer. For instance, in the customer table 81 , data indicating that sales representatives named “Takagi” and “Sato” who are in charge of the customer named “Suzuki” have accessed or not the shared information are recorded for each sales representative.
  • a user can set and determine beforehand concerning accessing by which users (sales representatives) to the shared information is to be recorded as the data through the user information management system 21 , for example. Alternatively, the user information management system 21 may automatically record as the access information the data of sales representatives who accessed the shared information.
  • the data of FIG. 3 is illustrative only, and the data recorded in the user information recording portion 8 is not limited to this.
  • the access information and the shared information may be recorded in different tables, or may be recorded in a file instead of the table.
  • the data of FIG. 3 contains the shared information and the access information concerning customers of a certain business among users who make a call using the telephone network 13 .
  • shared information and access information concerning other users may be recorded in the user information recording portion 8 .
  • the control portion 5 judges whether or not to start the communication between a user terminal of the originator and a user terminal of the receiving used based on a result of the judgment by the retrieval portion 4 , and outputs a judgment result to the call control server 6 .
  • the judgment result may include data instructing to start a call between the originator's terminal and the receiver's terminal, data instructing to inhibit the starting of a call between the originator's terminal and the receiver's terminal, data indicating a destination to which a call start request sent from the originator's terminal is to be forwarded and the like.
  • the call control server 6 determines whether or not to start the call based on the control data received from the control portion 5 .
  • the update portion 9 updates the data of the user information recording portion 8 in accordance with the process by the control portion 5 .
  • the registration portion 11 registers information containing the history of the completed communication in the user information recording portion 8 .
  • the registration portion 11 registers the information containing the history of the completed communication in the user information recording portion 8 as the shared information concerning at least one of the originator and the receiver of the communication. Examples of the information indicating the history of the communication include the date and time of the communication, the talk time, the contents of the talk, the users involved in the call and the like.
  • FIG. 4 is a flowchart showing an exemplary operation when the communication support system 1 receives a call start request from the call control server 6 .
  • the reception portion 2 judges whether a call start request from a user terminal is received or not through the call control server 6 (Op 1 ).
  • the reception portion 2 notifies the user identification portion 3 of the received call start request.
  • the reception portion 2 becomes a stand-by state if no call start request is received.
  • the user identification portion 3 When being notified of the call start request by the reception portion 2 , the user identification portion 3 extracts a telephone number of an originator's terminal (hereinafter called sending number) and a telephone number of a receiver's terminal (hereinafter called receiving number) that are included in the call start request. Thereafter, the user identification portion 3 uses the sending number to acquire data indicating an originator from the identification information recording portion 7 (Op 2 ). Furthermore, the user identification portion 3 uses the receiving number to acquire data indicating a receiver from the identification information recording portion 7 (Op 3 ).
  • sending number an originator's terminal
  • receiving number a telephone number of a receiver's terminal
  • the user identification portion 3 retrieves data in the sales representative table 71 to acquire the name of the sales representative in the record whose telephone number corresponds to the sending number (e.g., assuming “0001”), i.e., “Takagi”. In this case, “Takagi” is data indicating the originator.
  • the user identification portion 3 retrieves data in the customer table 72 to acquire the name of the customer in the record whose telephone number corresponds to the receiving number (e.g., assuming “1000”), i.e., “Suzuki”. In this case, “Suzuki” is data indicating the receiver.
  • the retrieval portion 4 uses such data to retrieve shared information concerning the receiver that the originator has not accessed from the user information recording portion 8 (Op 4 ). Then, the retrieval portion 4 judges whether such shared information is present or not (Op 5 ).
  • the retrieval portion 4 refers to the access information in the user information table 81 (see FIG. 3 ) concerning the customer named “Suzuki”. Furthermore, the retrieval portion 4 judges whether the above-stated access information includes or not the data indicating “not read” concerning the sales representative named “Takagi”. The access information in the user information table 81 includes the data indicating “not read” concerning the sales representative named “Takagi”. In this case, the retrieval portion 4 judges that the shared information about the customer named “Suzuki” includes the shared information that the sales representative named “Takagi” has not accessed.
  • the control portion 5 As a result of the retrieval at Op 4 , if the retrieval portion 4 judges that the shared information concerning the receiver that the originator has not accessed is present (yes at Op 5 ), the control portion 5 generates control data instructing to inhibit the starting of a call between the originator's terminal and the receiver's terminal, and sends it to the call control server 6 (Op 7 ). When receiving such control data from the control portion 5 , the call control server 6 responds to the originator's terminal, indicating that the call cannot be started. As a result, the call between the originator's terminal and the receiver's terminal is not started.
  • the control portion 5 if the retrieval portion 4 judges that shared information of the above-stated nature is not present (no at Op 5 ), the control portion 5 generates control data instructing to start a call between the originator's terminal and the receiver's terminal, and sends it to the call control server 6 (Op 6 ).
  • the call control server 6 forwards the call start request from the originator's terminal to the receiver's terminal.
  • the call control server 6 receives a response from the receiver's terminal indicating that it is ready to the call, the call control server 6 puts the originator's terminal and the receiver's terminal in a communication-ready state.
  • the communication support system 1 can control a call not to be started between the originator and the receiver if the shared information concerning the receiver that the originator has not accessed is present.
  • the reception portion 2 judges whether a call completion notice is received or not from the call control server 6 (Op 101 ). When it is judged that the call completion notice is received from the call control server 6 , the reception portion 2 passes the received call completion notice to the user identification portion 3 .
  • the user identification portion 3 When receiving the call completion notice passed from the reception portion 2 , the user identification portion 3 extracts a sending number and a receiving number included in the call completion notice.
  • the following process at Op 2 and Op 3 is the same as that at Op 2 and Op 3 of FIG. 4 .
  • the registration portion 11 registers in the user information recording portion 8 information including the history of the thus completed communication as the shared information about at least one of the originator and the receiver (Op 104 ).
  • the customer information, “call was made” is an exemplary customer information that is registered as the information indicating the history of a call where the originator is the sales representative named “Takagi” and the receiver is the customer named “Katayama”.
  • the registered information indicating the history of the call further includes “Takagi” as the name of the person who registered the shared information and “2/18 16:00” as the registered date and time of the shared information.
  • “already read” is registered as the access information about “Takagi” and “not read” is registered as the access information about “Arai”. Note here that FIG.
  • the registration portion 11 may register the shared information and the access information only about “Katayama” as a customer, and not about “Takagi”.
  • the reception portion 2 receives a call completion notice
  • information concerning the history of the completed call is stored in the user information recording portion 8 .
  • the information concerning the history of the completed communication can be stored automatically in the user information recording portion 8 without the requirement for a registration operation by a user. This can avoid the situation where after a sales representative completes a call with a customer, the sales representative forgets to register such a call in the user information recording portion 8 , and therefore another sales representative makes a call again to the customer concerning the same business.
  • FIG. 6 is a flowchart showing a modified example of the operation conducted when the communication support system 1 receives a call start request from the call control server 6 .
  • Op 1 to Op 6 are the same as Op 1 to Op 6 of FIG. 4 .
  • the retrieval portion 4 acquires from the user information recording portion 8 the information indicating a person who registered the shared information that was found as a result of the retrieval, and judges whether the person who registered is the originator or not (Op 8 ). If the person who registered is the originator (yes at Op 8 ), the control portion 5 sends control data instructing to start a call to the call control server 6 (Op 6 ).
  • the control portion 5 acquires from the identification information recording portion 7 a telephone number of a user terminal of the person who registered as a telephone number of a user terminal as a forwarding destination (Op 9 ). For instance, in the case where the originator is the sales representative named “Takagi” and the receiver is the customer named “Katayama”, the person who registered the shared information that “Takagi” has “not read” is “Arai” as shown in the user information table 82 of FIG. 3 . In this case, the control portion 5 acquires the telephone number “0003” of the user terminal of the person who registered, i.e., “Arai” from the sales representative table 71 of FIG. 2 .
  • the control portion 5 acquires a telephone number of the person who registered shared information most recently among the plurality of pieces of shared information. Thereby, the person having the newest information can be a user as a forwarding destination.
  • control portion 5 generates control data instructing the call start request from the receiver's terminal to be forwarded to the user terminal as the forwarding destination user, and sends it to the call control server 6 (Op 10 ).
  • This control data instructing the forwarding includes the telephone number of the user terminal as the forwarding destination (i.e., the telephone number “0003” of the user terminal of the person who registered, i.e., “Arai” that is acquired at Op 9 ).
  • the call control server 6 When receiving this control data, the call control server 6 forwards the call start request from the receiver's terminal to the user terminal of the forwarding destination user. As a result, a call is started between the user terminal of the person who registered, i.e., “Arai” that is indicated by the telephone number of the forwarding destination user terminal and the user terminal of “Takagi” as the originator. When this call is completed, the call control server 6 sends a call completion notice to the reception portion 2 .
  • control portion 5 judges whether the call between the originator's terminal and the forwarding destination user's terminal is completed or not (Op 11 ). At Op 11 , the control portion 5 can make such a judgment based on whether the reception portion 2 receives or not a call completion notice from the call control server 6 .
  • the update portion 9 updates the access information in the user information recording portion 8 so that the originator is included in the users who have already accessed the shared information concerning the receiver (Op 12 ).
  • the update portion 9 updates the access information in the user information table 82 of FIG. 3 , for example, so as to update “not read”, showing that “Takagi” has not accessed, into “already read” showing having accessed (Op 12 ).
  • the communication support system 1 controls so that the originator does not start a call with the receiver, but starts a call with the person who registered the shared information. Thereby, the originator can talk with the person who registered the shared information that the originator has not accessed. As a result, the originator further can obtain information that has not been recorded in the user information recording portion 8 from the person who registered the shared information. Furthermore, when the call between the originator and the person who registered the shared information is completed, the access information can be updated automatically as having accessed.
  • the forwarding destination is not limited to the person who registered.
  • the control portion 5 may determine the forwarding destination using data indicating a forwarding destination that has been recorded beforehand separately from the shared information.
  • FIG. 7 shows a specific example of the data showing a forwarding destination that is recorded beforehand.
  • names of customers and names of chief sales representative therefor are correlated with each other and recorded.
  • the control portion 5 may refer to the data of FIG.
  • data indicating a forwarding destination may be recorded beforehand for each receiver, whereby a user having detailed information about a receiver can be set for the forwarding destination.
  • a communication system to which the communication support system 1 is applicable is not limited to the above-stated communication system using the telephone network 13 .
  • the communication support system 1 of the present invention is applicable to a mail communication system over the Internet or an intranet, an instant messaging (IM) system or the like as well.
  • IM instant messaging
  • FIG. 8 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to the present embodiment.
  • a communication support system 10 of FIG. 8 has the configuration including a process judgment portion 16 in addition to the communication support system 1 of FIG. 1 .
  • the process judgment portion 16 judges whether a call start request received by a reception portion 2 a from a user terminal through a call control server 6 includes a specific number or not. Then, based on a result of the judgment, the process judgment portion 16 either notifies a user identification portion 3 of the call start request or instructs the call control server 6 to continue a call start process without notifying of the call start request.
  • the specific number is added when a user terminal sends a call start request.
  • a telephone number of a user terminal of a person with whom the user wishes to talk may be input.
  • the user may input the specific number in addition to the above-stated telephone number.
  • FIG. 9 is a flowchart showing an exemplary operation when the communication support system 10 receives a call start request from the call control server 6 .
  • Op 1 to Op 7 are the same process as that at Op 1 to Op 7 of FIG. 4 .
  • the reception portion 2 a When judging that a call start request from a user terminal is received through the call control server 6 at Op 1 , the reception portion 2 a notifies the process judgment portion 16 of the received call start request.
  • the process judgment portion 16 judges whether the call start request includes a specific number or not (Op 17 ).
  • the specific number is a predetermined number showing that the communication is not subjected to the control by the communication support system 10 .
  • the process judgment portion 16 judges that the call start request includes the specific number (yes at Op 17 ), the process judgment portion 16 sends data to the call control server 6 to instruct to continue the process of starting a call corresponding to the call start request (Op 18 ). When receiving this data, the call control server 6 continues the operation of starting the call. Note here that the user identification portion 3 is not notified of the call start request received by the reception portion 2 a.
  • the process judgment portion 16 judges that the call start request does not include the specific number (no at Op 17 ), the process judgment portion 16 notifies the user identification portion 3 of the call start request.
  • the following process at Op 2 to Op 7 is the same as that at Op 2 to Op 7 of FIG. 4 .
  • a call start request includes a specific number
  • the communication corresponding to the call start request is allowed not to be subjected to the control by the communication support system 10 .
  • the originator may input a predetermined specific number in addition to a telephone number of a person with whom the user wishes to talk, thus allowing the corresponding call not to be subjected to the call control by the communication support system 10 .
  • the process judgment portion 16 makes the communication support system 10 not perform the communication control. Conversely, in the case where a call start request does not include a specific number, the communication control by the communication support system 10 may be omitted.
  • the process judgment portion 16 may be provided in the call control server 6 . In such a case, depending on a call start request acquired from a user terminal including a specific number or not, the process judgment portion 16 determines whether or not to send the call start request to the reception portion 2 a . Then, in the case where the process judgment portion 16 determines the call start request to be sent, the process judgment portion 16 sends the call start request to the reception portion 2 a . That is to say, the process judgment portion 16 sends only a call start request that is required to be processed by the communication support system 10 to the reception portion 2 a.
  • a specific keyword can be used instead of the above-stated specific number. That is, the above-stated specific number is one example of specific data indicating that a specific process is to be performed.
  • the above-stated specific number may be different for each user.
  • a specific number set for each user can be recorded in the identification information recording portion 7 , for example.
  • the process judgment portion 16 may identify a receiver based on a receiving number included in a call start request, and acquire a specific number set for the receiver from the identification information recording portion 7 . The process judgment portion 16 judges whether the acquired specific number is included in the call start request or not.
  • FIG. 10 shows a specific example of the recorded data concerning a specific number set for each user.
  • a customer table 72 a of FIG. 10 has the configuration including specific numbers set for the respective users (customers) in addition to the customer table 72 of FIG. 2 .
  • the process judgment portion 16 acquires the number “#1111” specific to “Suzuki” for the call start request at the above-stated Op 17 . Then, the process judgment portion 16 judges whether the acquired specific number “#1111” is included in the call start request or not.
  • FIG. 11 is a flowchart showing the operation by a communication support system according to the present embodiment.
  • Op 1 to Op 5 and Op 8 to Op 12 are the same process as those of Op 1 to Op 5 and Op 8 to Op 12 , respectively of FIG. 6 .
  • the communication support system according to the present embodiment can be configured in a similar manner to the communication support system 1 of FIG. 1 .
  • a control portion 5 judges whether a call start request includes a specific number or not (Op 26 ). In the case of yes at Op 8 as well, the process at Op 26 is performed.
  • the specific number is a number indicating that the starting of the communication is to be inhibited.
  • control portion 5 judges that the specific number is not included (no at Op 26 ), the control portion 5 generates control data instructing to continue a process of starting the communication corresponding to the call start request, and sends it to a call control server 6 (Op 27 ).
  • control portion 5 judges that the specific number is included (yes at Op 26 ), the control portion 5 generates control data instructing to inhibit the starting of the communication corresponding to the call start request, and sends it to the call control server 6 (Op 28 ).
  • a call start request includes a specific number
  • a call with the receiver can be inhibited.
  • a call is started between the originator and a person who registered the shared information. That is to say, when an originator sends a call start request to which a specific number is added, if there is shared information not accessed, the call start request is forwarded to the person who registered, and if there is no shared information not accessed, the starting of a call is inhibited. That is, the originator is allowed to simply confirm the presence or not of the not-accessed shared information.
  • control by the control portion 5 based on a specific number is not limited to this example. For instance, whether or not to perform forwarding to a person who registered can be determined depending on whether a specific number is included or not.
  • a specific keyword can be used instead of the above-stated specific number.
  • FIG. 12 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to the present embodiment.
  • a communication support system 100 of FIG. 12 the same reference numerals are assigned to the same elements as those of FIG. 1 and their explanations are not repeated.
  • the communication support system 100 of FIG. 12 further includes an information providing portion 14 . Furthermore, the communication support system 100 is connected with a call control server 6 and a voice reading server 15 in a telephone network 13 .
  • the voice reading server 15 has functions of reproducing voice data and conveying the reproduced voice to user terminals 12 a and 12 b via the telephone network 13 .
  • the present embodiment is described below assuming that shared information recorded in a user information recording portion 8 contains voice data.
  • shared information data of the past telephone conversations is recorded in the form of voice data.
  • the shared information containing the voice data is recorded in the user information recording portion 8 by a registration portion 11 or by a user information management system 21 like the above-stated Embodiment 1.
  • the information providing portion 14 instructs the call control server 6 to send the shared information to a terminal of the originator.
  • the information providing portion 14 instructs the call control server 6 to forward a call start request sent by the originator's terminal to the voice reading server 15 . Furthermore, the information providing portion 14 instructs the voice reading server 15 about the voice data that is to be read aloud for the originator.
  • the voice reading server 15 starts a call with the originator, and reproduces the voice data instructed by the information providing portion 14 during the started call. Thereby, the voice reading server 15 can convey the reproduced voice to the originator's terminal.
  • FIG. 13 is a flowchart showing an exemplary operation when the communication support system 100 receives a call start request from the call control server 6 .
  • Op 1 to Op 6 are the same as Op 1 to Op 6 of FIG. 4 .
  • the information providing portion 14 instructs the voice reading server 15 about the voice data that is to be read aloud for the originator (Op 13 ). At this time, the information providing portion 14 instructs the voice reading server 15 to read aloud the voice data contained in the shared information that was found as a result of the retrieval at Op 4 .
  • the information providing portion 14 further generates control data instructing to forward the call start request sent by the originator's terminal to the voice reading server 15 , and sends it to the call control server 6 (Op 14 ). That is, the information providing portion 14 sends control data instructing to start a call between the voice reading server 15 and the originator to the call control server 6 .
  • This control data contains a telephone number of the voice reading server 15 , for example.
  • the call control server 6 When receiving the control data from the information providing portion 14 , the call control server 6 forwards the call start request to the voice reading server 15 .
  • the voice reading server 15 starts a call with the originator. During the call, the voice reading server 15 reproduces the voice data instructed by the information providing portion 14 at Op 13 . In this way, the shared information is read aloud (Op 15 ).
  • the voice reading server 15 completes the call with the originator's terminal, and notifies the call control server 6 of the completion of the reproduction.
  • the call control server 6 notifies a control portion 5 a also of the completion of the reproduction.
  • the control portion 5 a When receiving the notice, the control portion 5 a generates control data instructing to start a call between the originator and the receiver, and sends it to the call control server 6 (Op 16 ).
  • control portion 5 a may instruct to start a call on the condition that the not-accessed shared information is sent to the originator.
  • the originator can acquire the read-aloud shared information before starting a call with the receiver.
  • the voice reading server 15 may convert the text data into voice data and reproduce the converted voice data, for example.
  • the above-described embodiment concerns the case where the shared information is sent to the originator by reading out the shared information by the voice reading server 15 .
  • the method of sending the shared information to an originator is not limited to the above-stated voice reading.
  • the shared information can be sent to an originator by mail or IM using a mail server or an IM server, instead of the voice reading server 15 .
  • FIG. 14 is a functional block diagram showing the overall configuration of a communication system including a communication support system according to the present embodiment.
  • a communication support system 101 of FIG. 14 the same reference numerals are assigned to the same elements as those of FIG. 1 , and their explanations are not repeated.
  • the communication support system 101 of FIG. 14 is connected with a packet communication network 23 .
  • User terminals 12 c and 12 d are connected with the packet communication network 23 . Therefore, the user terminals 12 c and 12 d can access the communication support system 101 via the packet communication network 23 .
  • the user terminal 12 c is provided with a sending portion 17 and a sending confirmation portion 18 . Since the user terminal 12 d has a configuration similar to that of the user terminal 12 c , the following describes the user terminals 12 c only.
  • the sending portion 17 When a user performs a sending operation to the user terminal 12 c , the sending portion 17 generates a call start request that is sent to a call control server 6 .
  • the sending portion 17 Before sending the generated call start request to the call control server 6 , the sending portion 17 notifies the sending confirmation portion 18 about that.
  • the sending confirmation portion 18 judges whether or not to send the call start request. More specifically, the sending confirmation portion 18 sends the call start request to the communication support system 101 , and receives control data as a response thereto. Based on the received control data, the sending confirmation portion 18 judges whether or not to send.
  • a reception portion 2 b of the communication support system 101 receives a call start request from any one of a plurality of user terminals (herein exemplifying the user terminal 12 c ) connected with the packet communication network 23 , and notifies a user identification portion 3 of it.
  • the functions of the user identification portion 3 , a retrieval portion 4 and an update portion 9 are the same as those described in Embodiment 1.
  • a control portion 5 b based on the judgment result of the retrieval portion 4 , generates control data for the control of sending from the user terminal 12 c and sends it to the user terminal 12 c.
  • FIG. 15 is a flowchart showing exemplary operations by the communication support system 101 and the user terminal 12 c when the user terminal 12 c accepts a sending operation from the user.
  • the sending portion 17 of the user terminal 12 c judges whether a user has performed a sending operation or not (Op 201 ).
  • the sending portion 17 generates a call start request in accordance with the sending operation (Op 202 ).
  • the sending portion 17 notifies the sending confirmation portion 18 of the generated call start request.
  • the sending portion 17 becomes a stand-by state.
  • the sending operation is such that a user inputs a telephone number of a party to whom the user wishes to talk, for example.
  • the call start request generated by the sending portion 17 contains a telephone number of the user terminal 12 c (telephone number of an originator's terminal: sending number) and a telephone number input by the sending operation (telephone number of a receiver's terminal: receiving number), for example.
  • FIG. 16 shows a specific example of the transition of a screen displayed on a display provided in the user terminal 12 c .
  • the screen G 1 of FIG. 16 is an example displayed when a user performs a sending operation.
  • names of persons the user talk to and telephone numbers thereof are displayed.
  • the user can perform a sending operation. For instance, when the user selects “Suzuki 1000” on the screen G 1 , the user can instruct the sending to the user named “Suzuki” whose user terminal has a number of “1000”.
  • the call start request generated by the sending portion 17 contains the telephone number of the user terminal 12 c and the telephone number of “Suzuki”, i.e., “1000”.
  • the sending confirmation portion 18 inquires from the communication support system 101 as to whether or not to send the call start request (Op 203 ). To this end, the sending confirmation portion 18 sends the call start request to the communication support system 101 via the packet communication network 23 . Further, the sending confirmation portion 18 displays a message indicating the inquiry being made on the display of the user terminal 12 c as shown in the screen G 2 of FIG. 16 , for example.
  • the reception portion 2 b of the communication support system 101 When the reception portion 2 b of the communication support system 101 receives the call start request from the user terminal 12 c , the reception portion 2 b notifies the user identification portion 3 of it.
  • the following process at Op 2 to Op 5 is the same as that at Op 2 to Op 5 of FIG. 4 .
  • the control portion 5 b In the case of no at Op 5 , i.e., in the case where the retrieval portion 4 judges that there is no shared information concerning the receiver that the originator has not accessed, the control portion 5 b generates control data instructing to continue the sending and sends it to the sending confirmation portion 18 of the user terminal 12 c (Op 205 ).
  • the sending confirmation portion 18 When receiving the control data, the sending confirmation portion 18 notifies the sending portion 17 of the control data.
  • the sending portion 17 continues the sending process (Op 206 ). That is, the sending portion 17 sends the call start request generated at Op 202 to the communication control server 6 via a telephone network 13 .
  • the control portion 5 b generates control data instructing to stop the sending, and sends it to the sending confirmation portion 18 of the user terminal 12 c (Op 207 ).
  • the sending confirmation portion 18 notifies the sending portion 17 of the control data.
  • the sending portion 17 stops the sending process (Op 208 ). That is, the sending portion 17 cancels the call start request generated at Op 202 .
  • the sending portion 17 may display a message indicating that the sending process was stopped on the display of the user terminal 12 c as shown in the screen G 3 of FIG. 16 , for example.
  • the sending from the user terminal 12 c can be controlled without through the communication control server 6 .
  • the communication between the communication support system 101 and the user terminal 12 c is not limited to the case through the packet communication network 23 .
  • the control portion 5 b may generate control data instructing the forwarding to a user as a forwarding destination, in addition to the control data instructing to stop or continue the sending, for example.
  • Embodiments 1 to 5 exemplify the case where when a customer of a certain business and a sales representative in charge make a call via the telephone network 13 , the communication control system 1 controls such a call.
  • the call that the communication support system 1 can control is not limited to a call between a customer and a sales representative in charge.
  • the telephone network 13 in the above-stated embodiments include a public switched network, an IP telephone network, a mobile telephone network or a combination thereof, for example.
  • an exchange can be used as the call control server 6 , for example.
  • a SIP server can be used as the call control server 6 , for example.
  • the user identification portion 3 identifies the originator and the receiver by the names of the users.
  • the data for specifying the originator and the receiver is not limited to user's names.
  • the originator and the receiver may be specified by users' telephone numbers, mail addresses, IDs and the like.
  • the present invention is applicable to a communication support system that can control communication between users' terminals used by a plurality of users, respectively, and support the communication so that an originator and a receiver can communicate smoothly.

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